Frequently Asked Questions

Electrical

Your Softub® has been carefully engineered to provide maximum safety against electrical shock. Installation must be within 10 feet of a three-prong grounded outlet with an isolated power supply of 15 amps 115 volts. The outlet should be a minimum of 5 feet from the spa. Connecting the Softub® to an improperly wired circuit, or using an extension cord, may cause damage to the motor unit that is not covered under warranty.

Q: What do I need to be able to run a Softub® and how much will it cost?

A: Your Softub® can be plugged into any standard 115V, 15-amp outlet. We recommend it to be on a dedicated breaker of at least 15 amps minimum, and we prohibit the use of extension cords. In light of the design of the HydroMate® system, the Softub® is the most energy-efficient hot tub available, gallon for gallon. The sealed, high-density insulated cover keeps the heat from escaping when the tub is not in use. Your Softub® can be kept at 104 degrees and be used for 20 minutes every day on average of $15 a month!

Read more on our Softub® Eco Advantage HERE.

Questions Regarding Chemicals

Q: Can I use a different chemical treatment instead of Softcare®?

A: We only recommend the use of our water treatment products as they have all been thoroughly tested by our research and development lab for many years and have been proven safe on our liners. Since we have never tested the use of any other products, we cannot be certain that they will not harm the tub in any way. Using chemicals not approved by Softub® is your choice, as well as your personal risk as it will void the Softub® warranty.

Visit the Softub® Shop to purchase.

Q: Can I use a natural chemical sanitizer?

A: No. We only recommend the use of our water treatment products as they have all been thoroughly tested by our research and development lab for many years and have been proven safe on our liners. Using chemical not approved by Softub® is your choice, as well as your personal risk as it will void the Softub® warranty.

Q: I want to put a salt water generator in my tub, is that OK?

A: No. We have tested the use of salt water chlorine generators in our tubs and have found them to cause damage. The salt water will corrode the metal components in the tub which will eventually cause a leak. Using chemicals or your own generator not approved by Softub® is your choice, as well as your personal risk as it will void the Softub® warranty.

Q: Why does one of my water treatment bottles say SHOCK?

A: This was a change made due to the California regulatory process and is now mandatory. The product is exactly the same as before. The Softub® manual says “the use of shock will void the warranty”. That is true, if a customer is using a Potassium Monopersulfate (Non-Chlorine) Shock. Shocking can be done properly in two ways: 1) with a Potassium Monopersulfate shock (this is a non-chlorine shock method) OR 2) by Super Chlorinating with Chlorine (this is Softub®’s recommendation).

Surround Deck Accessory

Q: I see many photos with a beautiful deck surround that appears to be made only for Softubs®, can you elaborate more on that option?

A: The natural-stain deck surround is an accessory made of top-quality incense cedar. It is not required for the function of the Softub® yet adds some aesthetic beauty and practical uses. The deck surround is already weatherized and may be stained or left as is in its natural wood state. This deck surround is available on our mid-size Legend® 220 [6 feet in outer diameter], our Resort® 300 [6.5 feet in outer diameter], and the Portico™ [6.5 feet in outer diameter], adding itself 2 additional feet around the Softub®. You may choose to purchase with your Softub® or wait for a later date to consider whether a surround is right for you. This wood deck surrounds ships separately to your doorstep in pre-drilled parts, with some user assembly required.

The San Diego Poly-Rattan Surround is also available around our Resort® 300 and Portico models [6.5 feet in outer diameter], adding itself 3 additional feet around the Softub®. The Boca Poly-Rattan Surround is available for the Legend® 220, Resort® 300, and Portico models, adding itself 3 additional feet around the Softub®.  You may choose to purchase these surrounds with your Softub® or wait for a later date to consider whether a surround is right for you. The poly-rattan surrounds ship separately to your doorstep in partitions, with user assembly required.

Visit the Surrounds Page to purchase!

Display

Your Softub® HydroMate® System is designed to be simple to operate and easy to maintain.

By experimenting with different settings on the control panel, you will find the temperature most comfortable for you. The thermostat will automatically turn the tub on and off as the temperature falls below, then reaches the set temperature to maintain the water temperature you have selected, 24 hours a day.

Your Softub® will automatically display the temperature of the water in your spa, whenever the pump is on and has been running for 2 minutes continuously.

To set the temperature, press the up or down arrow once to display the current setting. Then, use the up and down arrows to adjust the temperature to the setting you desire. The current temperature setting will display for 5 seconds after the up or down buttons are pressed. After this time has elapsed, the display will revert to displaying the water temperature. 

Q: What does the “P” mean on the display?


A: “P” stands for the initial pause the unit needs before it reads out the water temperature. You may see this throughout the heating process. It can take up to two minutes to register the temperature and the “P” to disappear.

Filter Size – (Filtration)

Softub®’s patented filtration programming automatically runs if it determines that it requires filtration. When the tub is running in the filtration cycle, the filter icon will glow. The digital controls are set to run two 15- minute filtration cycles in a 24 hour period. These will run every 12 hours and are set when the spa is first plugged in. The filtration cycle will only run if there has been no heat call in the prior 12 hours. If there has been a heat call, the filtration cycle will be skipped, saving you money. 

Energy Saver Mode: In Energy Saver Mode, your tub will only heat to the set temperature once a day. If you use your tub at the same time every day, this mode will keep your tub from maintaining the set temperature unnecessarily, when you are not using it. This mode is also useful when you will be away for a few days and want to minimize the energy used by your tub. Energy Saver Mode runs a single heat call/ filter cycle every day at the time that the mode was first activated. For example, if you like to use your Softub® every day at 5 pm, you could activate this mode at 4 pm. Then your tub will cycle once every day at 4 pm and will be at your desired temperature when you go to use it at 5 pm.

Q: How do I know what size filter I need?

A: Our filters come in two styles, a Pre-VGB and our current style. The Pre-VGB filter is for the older style tubs with a smaller suction cover. This suction cover is a little less than 4 inches and the filter features an offset attachment ring. The current style filter will attach to the 5 1/4 inch suction cover with a full diameter attachment ring.

HydroMate®

Q: I am having an issue with my Softub®, what should I do?

A: Please head over to our Dealer Finder and contact one of the service centers covering your area to get a technician to inspect and repair your Softub®

Jets

All Softub®’s come standard with either 4, 5, 7 or 8 jets, respectively, according to model and size.

When the water is at the set temperature, the jets will not be on. If you wish to use the tub, the JETS button on the control panel activates a timer that overrides the temperature you have selected. This turns them on for a 20 minute period. If you want the jets to stop within that 20 minute period, press the JETS button again. During use (lid off and air valve open), the water temperature usually drops enough to allow the thermostat to keep the motor unit running after the 20 minute period. If the motor stops after 20 minutes, the JETS button may be pressed again to keep the motor unit running.

Note: When the tub is in the standby part of the cycle in Overnight or Energy Saver Mode, the JETS button can still be used to turn on the 20-minute jet cycle. After the cycle has elapsed, the jets will continue to operate to heat the tub to the temperature you have set it to before returning to standby. Pressing the jets button again will turn off the jets and return the tub to standby immediately.

Always keep the water level at least 2 inches above the top jet. This will ensure that the jets do not spray water out of the tub, as well as not overworking the motor.
Contact your Softub® Dealer for optional jets that can customize your Softub®.

Q: How do I remove the jets?

A: The jets pop out of the side of the tub with a little force. You can grab it by the outside housing that has three Softub® logos on it and pull straight out. Slide your fingers behind the housing and pull outward. It will take some force to remove the jet, but they do come out!
If you have any other questions, please feel free to call your local service center for further assistance.

Q: My Softub® HydroMate® System is leaking, what should I do?

A: First, please make sure that the three plumbing connections from the HydroMate® to the tub are tight. If they are tight and connected correctly, and the unit is still leaking, we suggest you contact one of our service centers covering your area to get a technician to inspect your unit. They will be able to remove the motor from the unit to localize and to fix the leak.

Liner

Durable enough to withstand the strength and weight of an elephant, no matter the weather—sun, rain, frost, or snow—the LeatherTex® and SynTex® exteriors of your Softub® have been created for long life and durability.

Q: Can I have a new liner installed on my Softub®

A: Yes. The Softub® can have its skin removed and replaced with another to make the unit look like new again. This should be performed by a certified technician, as the jets and drain holes will need to be cut out of the vinyl during the installation; one wrong cut would make the new liner leak. Please contact one of our service centers covering your area to set up an appointment to get a new liner installed on your tub. The service center will be able to provide you cost and availability.

Q: I have a stain on my liner. What can I do to clean it properly?

A: We have three levels of cleaning that we recommend for stains and markings.

1. Simple Stains: First, wipe the area clean with a damp washcloth; doing so will remove any build-up. Next, wipe the area clean with a mixture of baking soda and water.

2. Tough Stains: When the tub is drained, use a soft soap and sponge to wipe the area clean.

3. Inks and Heavy Stains: When the tub is drained, use a rag with Naphtha to wipe the surface of the inner vinyl clean. Naphtha can only be used on the inner vinyl as Naphtha is too harsh for the outside skin. If Naphtha is used on the outside skin of the tub, it will be permanently damaged.

Q: My Softub® liner has wrinkled on the inner vinyl. Why did this happen, and how can I fix it?

A: This type of damage is seen with tubs that have had higher than normal chlorine levels or lower than recommended pH levels; however, other chemical mismanagement issues can cause this to happen. There may be an issue with the hardness level of the water that could have caused the expansion of the inner vinyl, causing wrinkles. The vinyl is made up of PVC with additional plasticizers to make the naturally hard PVC soft and pliable. Soft water or low pH will leach these plasticizers out of the vinyl, causing unsightly wrinkles, and with an extended period of time, can make the vinyl hard and brittle. It is best to re-skin a tub if this damage occurs. We would recommend first to work on correcting the water chemistry before installing a new liner to ensure the new liner is not damaged as well. We would also suggest contacting a service provider for assistance with chemicals and a relining.

Q: My Softub®’s liner walls are slimy/slick- what is happening?

A: Slick or slimy walls are a sign of low ‘sanitizer’ or chlorine levels. When you add chlorine for the first time, you’ll want to add 1 or 2 tablespoons of chlorine to a tub being filled. Once filled test the water again to see if the levels are still low and add another tablespoon if it is low. After 15 minutes check the levels again. If the color of the test strip matches the ‘OK’ colors on the side of the bottle, you are all set! If the color matches the ‘LOW’ colors, add another tablespoon of chlorine. Repeat as necessary. If you add more than 4 tablespoons, please check that your test strips have not expired as this is an excessive amount. If you happen to add too much chlorine, run the jets with the air control open and the cover of the tub off. This will let the chlorine evaporate out of the water. Test after 3 hours to see if the levels have dropped to the ‘OK’ levels of 2-3ppm. Keep in mind that chlorine evaporates out of the water naturally, so you will need to add one tablespoon every few days to keep your levels up to par. Please keep a close eye on your water chemistry to ensure you maintain your sanitizer at the correct level. Test your water chemistry after each use of your Softub®, but no less than twice a week. Allowing your water chemistry to get out of balance can cause permanent damage to your liner and pose health risks to users of your tub. Please read the Water Treatment Guide that was included with your Softub®. If you need new copies of this, they are available from your Softub® dealer or you can view it by clicking on the following link

Q: The black floor plate at the bottom of my tub is coming off. How do I fix this?

A: At the Softub® factory, we weld the wall of the tub to the floor plate with heat guns. This can be performed by one of our service centers covering your area. You may also use an adhesive to attach the materials together. Do not apply adhesive to the inner vinyl of the tub as it may adhere to the wrong area inside the tub.

Location

You may place your Softub® on any smooth surface (tile, concrete, wood, brick, or sand). Verify there are no sharp objects under the tub prior to setup. It is suggested you do not place your Softub® in an area where dirt and debris may be tracked into the tub.

Check your local codes for restrictions (i.e., childproof gates). Your dealer may offer a variety of accessories. These include gazebos, spa enclosures, and decks. A solid foundation is mandatory to ensure the stability of the structure or deck.

For easier maintenance, improved energy efficiency, better cleanliness, and to prolong the life of your Softub®, we recommend the use of a specially made protective cover, available at your dealer.

Q: I know that with many hot tubs, it is a lot of work to get the permanent location prepared. Since my Softub® is portable, what needs to be done?

A: Construction, excavation, or concrete padding is sometimes necessary for heavy, hard-surfaced hot tubs. Since your Softub® is not permanent and movable for your convenience, none of this is needed! All you need is a level surface – indoors or outdoors. You don’t have to spend extra money on construction or preparation! Like we say: “Simple is Better”®!

Owners Manual

Q: I can’t find my copy of the Softub® Owner’s Manual. Where can I get another one?

A: You may download a copy of our owner’s manual from the Resources section of our website.

Ozone Option

Q: I am concerned about using chemicals and read about your Ozone option. How would this benefit my Softub®?

A: With Softub®’s patented Ozone Water Oxidizing System, you can rest assured that you are getting sparkling clean water and using fewer chemicals. The Ozone system is an additional $399 accessory feature that would be built into the motor pack at our Softub® factory and connected with an imperceptible hose; it is not a standard feature of a Softub®, though available for those who choose this accessory option. It is a passive system that runs and cycles itself internally, requiring no effort or maintenance by the user. The Softub® Ozone system broadcasts ozone into the entire body of water, which attaches to the dirty chlorine. This oxidizes the contaminant and makes the chlorine new again. In the Softub® Ozone system, ozone is distributed through all jets and the entire body of water. Ultimately, less chlorine is used, thus saving on the human body and on chemical [granulated chlorine] expenses.

The patent of this system allows the delivery to be controlled throughout the entire spa. Most other systems have one small ozone jet or one injector, delivering ozone to one portion of the tub. With this patent, the Softub® allows the controlled delivery to every jet in the tub, allowing the ozone to be delivered throughout the entire spa more evenly and abundantly. Additionally, the run time of the ozone is controlled, so it is not delivered when someone is in the tub or for too much time, allowing the ozone to degrade other components in the tub or even the cover.
Softub® is the only manufacturer that controls the delivery of ozone.

The addition of this option at the same time as your purchase of a Softub® can be offered at a discounted price- call for details!

Q: How can I see the Ozone in action once I have my tub up and running?

A: Turn your air control all the way to the right or into the closed position. Depress the jets button to activate the pump. When the pump turns on, there should be no air bubbles being introduced into the tub (there may be a few for the first couple seconds of the jets activation as the air system is cleared of any existing air). Now turn the jets off. Unplug your tub or perform your monthly GFCI test (depress the test button to turn the GFCI off, wait 10 seconds, then press the reset button on the GFCI). After a few seconds, either the tub will turn on by itself for a heat call or press the up arrow until the unit turns on for a heat call. If you keep your tub at 102 or above, due to the operational hysteresis of your control system, it may or may not go into a heat call due to the actual temperature of the water in your tub.

However, most of the time, the tub will turn on for heat. You will notice the heat icon illuminating on the control panel and air bubbles in the water. The air bubbles will not be as vigorous as when the air control is opened, as concentrated ozonated air is being introduced to the water, and it is to aid the sanitizer in the water and not to provide any aided hydro-therapy.

After watching it for a few moments, depress the jets button, and the bubbles will stop. You have just viewed the ozone system turn off the ozone being introduced into your tub!

Parts & Accessories

Q: Where can I go to purchase accessories and restock my water treatment kit?

A: We suggest only purchasing accessories and products through our authorized dealers and distributors. In addition to contacting your closest Softub® dealer, you can purchase online through the following authorized outlets:

If you would like to purchase in person, please contact your local service center through our Dealer Finder.

Seating

Q: Are Softub®’s designed with built-in seating?

A: All Softub®’s have barrier-free seating; thus, the entire tub serves as a seat. Occupants are allowed unrestricted positioning and freedom of movement, essentially sitting comfortably anywhere within the tub.

Our largest 300 model and Portico includes a built-in “therapy seat” and Therapy Station bench. This is a slightly-raised semi-circle platform that allows for a heightened seated position with two of the seven jets vertically positioned along the liner wall behind the therapy seat for additional hydrotherapy.

An accessory water booster seat is available for purchase, matching the inner liner color choice of your brand new Softub®.

Service

Q: My service center is over XXX miles away. How am I supposed to get there for service? 


A: Your Softub® is light, simple to drain, and the most portable hot tub in the world. If you need to move the tub, it can be drained and placed in the back of a pick-up truck for travel. If the problem area is in the connecting motor pack, you may ship the package to an authorized Softub® service center for service. The service center will diagnose the problem and repair it and send it back to you.

If you would like to send our Softub® Tech Support team a message, you may do so HERE.

Temperature

By experimenting with different settings on the control panel, you will find the temperature most comfortable for you. The thermostat will automatically turn the tub on and off as the temperature falls below, then reaches the set temperature to maintain the water temperature you have selected, 24 hours a day.

Your Softub® will automatically display the temp of the water in your spa, whenever the pump is on and has been running for 2 minutes continuously. A “P” will be displayed when the pump is not on, to indicate that the water near the temperature sensors must be purged to get an accurate reading of the water temperature.

To display the water temperature when “P” is showing on the display, press the “JETS” button. After 2 minutes, the water temp will be displayed. To set the temperature, press the up or down arrow once to display the current setting. Then, use the up and down arrows to adjust the temperature to the setting you desire. The current temperature setting will display for 5 seconds after the up or down buttons are pressed. After this time has elapsed, the display will revert to displaying the water temperature.

Q: My Softub® isn’t heating all the way. What should I do?

 A: The unit will heat as the motor runs; this can take close to 48 hours when you first fill the tub with cold water. If your motor is running, it is heating as well. If the unit is not heating to the correct temperature, call your local service center.

Please utilize our Dealer Finder and contact one of our service centers covering your area to get a technician to inspect and to repair your motor unit.

Q: How hot is my Softub® supposed to get and how long will it take to heat up?

A: Softub®’s have a water temperature variance of 60-104 degrees, all simply controlled by using the up and down arrows on the digital control panel of the connecting motor pack unit. Running off any standard wall outlet to conserve energy, a Softub® requires around 48 hours to heat the tub water upon filling and re-filling.

Once the desired water temperature is set by the user, Softub®’s patented SmartChip technology locks in that temperature digitally, regardless of ambient temperature, until it is changed by the user, again using the up and down arrows on the control panel.

Vinyl

LeatherTex® & SynTex®

The exterior of the tub, lid, motor unit, and vinyl cover, are made of LeatherTex®, which is a marine-grade vinyl specially formulated to resist mildew, cracking, and discoloration.

Cleaning

Use a mild soap and water solution to wash the vinyl, then rinse with clean water. Avoid abrasive soaps, tools, or any other solvents. Improper use of these products can void the warranty.

Use of vinyl protectants, such as those commonly found in auto parts stores, can accelerate the aging of your tub, causing cracks in the vinyl that are not covered under warranty. The only vinyl protectant approved for use on your Softub® is Aerospace 303 Protectant, available from your Softub® dealer.

Solar Exposure

If your Softub® is located outside, we strongly recommend the use of the Softub® Protective Cover (available from your dealer). This will protect the Softub® from direct ultra-violet (UV) exposure, keep rainwater out of the tub, and keep the surface clean. If you are placing a dark color Softub® in direct sunlight, the use of a Softub® Protective Cover is recommended. Never cover your Softub® with a transparent plastic covering of any sort, for it will damage the tub.

Repair

If your exterior does get a tear or puncture, contact your dealer.

Q: Do you have a vinyl repair kit for the outside of my Softub®?

A: Please contact one of our service centers covering your area to inquire about getting an exterior vinyl patch kit for your Softub®. They will be able to assist you in getting the right type for your tub. You may locate a service center through our Dealer Finder.

Weather

Q: Can my Softub® be set up outside in below-freezing weather conditions?

 A: All of our tubs will work effectively with below-freezing weather temperatures. As long as you remove any snow accumulation on and around the tub and motor and ensure that the unit is always powered, it is fine to use the tub all winter.

We sell our tubs throughout northern Europe, Asia, and Russia with no issues. Many of our customers feel winter nights while it is snowing are the most romantic and relaxing experiences they have had with their Softub®!

If you have any additional technical questions, please feel free to reach out to Softub® Support at 888-870-3882 or send them a message HERE.